Rachita Sen

Designed, built and supported healthcare interfaces using HL7 v2, FHIR, enabling secure exchange of clinical data across 10+ external systems. Integrated and validated imaging modalities with PACS/RIS using DICOM and HL7 standards. Analysed large healthcare datasets using SQL enabling data driven decisions and improving financial accuracy by 20%. Owned and prioritized product backlogs using JIRA, Servicenow aligning business and regulatory priorities by 40%. Monitored healthcare regulations, interoperability mandates and emerging technologies to keep solutions competitive and compliant by 50%.

Handled complex escalations, ensuring 98% on-time delivery and SLA adherence. Acted as a customer advocate while aligning fixes with product management priorities. Led high-severity issue resolution for enterprise clients, reducing resolution time by 30%. Collaborated with cross-functional teams to diagnose and troubleshoot complex technical issues, documenting root causes and configuring scalable solutions aligned with business goals, resulting in a 40% improvement in incident response time.

Resolved production issues across Windows/Linux platforms, improving uptime by 30%. Bridged gaps between dev teams and clients, streamlining troubleshooting processes. Configured solutions per client environment, enhancing user satisfaction by 25%. Administered and supported hybrid infrastructure, managing both on-premises and cloud-based servers, resulting in 99.9% system uptime and improved operational efficiency.

Upgraded and maintained SSL, EPCS, and other security certificates, ensuring secure and compliant server operations, which prevented 80% of potential application downtimes and enhanced overall system reliability. Specialized in supporting EHR and PM systems, ensuring compliance with US Healthcare standards (HIPAA, EPCS) and enhancing system usability for end users. Utilized CRM tools including ServiceNow, Salesforce, and Jira to track incidents, manage tickets, and streamline issue resolution, achieving a 98% SLA adherence rate. Supported migration of healthcare applications to Azure ensuring Hippa compliance with accuracy of 99%. Led escalation support, mentored new team members, and delivered white-glove service to premier clients, resulting in a 25% increase in client satisfaction scores. Led end to end EHR implementation improving operational efficiency by 25%. Performed advanced network troubleshooting using tools like ping, nslookup, tracert to resolve issues and assisted in escalations, trained team members, and provided support to premier-level clients.

Directed data-driven investigations into recurring technical issues, leveraging log analysis and user reports to enhance Root Cause Analysis (RCA) documentation accuracy by 25%, reducing incident recurrence. Collaborated closely with cross-functional stakeholders to analyze user feedback, translate pain points into actionable technical recommendations, and improve product usability, resulting in a 15% reduction in support tickets. Contributed actively to problem management initiatives, identifying systemic failures and recommending preventive measures that increased system stability by 20% and shortened resolution time by 18% on average. Scheduled meetings internally and with to understand, prioritize and resolve product issues.